Get powerful insights on how to best serve today's customers. If you want to create a successful customer experience today, you will have to appeal to the need for “alone together” time. Millennials, Gen X, Boomers or Silent Generation all look for shared but individual experiences.
Are you ready for how AI, machine learning, and other future technology will affect content development?
The database revolution changed our relationship to data, making it reusable for different target audiences, contexts and situations. It also made it ready for flexible delivery to different apps and across many different platforms and media. But somehow these outcomes never fully transferred over to content. How can we bring this same revolution to content and win the same kind of enormous improvements that would prepare us for the future?
Structured content management enables organizations to store, organize and build their content so that pieces are easily discoverable, reusable, reconfigurable and adaptable. It provides the perfect solution for constructing large, complex documents, but also for delivering modular content to chatbots, portal sites, and mobile apps. But, more importantly, it is also key to future-proofing your content for emerging technological trends.
Join Paul Perrotta, sitting in for Scott Abel, and his special guest, Steffen Frederiksen, Founder and CSO of DitaExchange, for this free one-hour webinar. Attendees will learn what structured content management is and how it works. They will understand what benefits structured content can have for writers, project managers, business owners, IT departments and content consumers. They will also learn how to prepare their content to be fed into new technologies with practical examples from the field.
The trouble with companies is that they're full of people, and people insist on having separate personalities and distinct voices. So, it's no wonder that issues of consistency and tone of voice creep into our conversations when we take an honest look at our content.
Join me, Scott Abel, The Content Wrangler, and my special guest, wordsmith extraordinaire, Marcia Riefer Johnston for a free one-hour webinar during which we'll discuss the role voice plays in unifying a company's content strategy. You'll learn how to build a brand voice without sacrificing the individuality of the content creators on your team. And, you'll discover ways to empower content creators to succeed by participating in a simple, fun exercise.
Videos are one of the most effective ways to communicate. Seventy-nine% of consumers would rather watch a video to learn about a product than read text on a page. You want to localize your videos for use in other countries but can you?
In this webinar we will discuss what to look for in your current videos to see if they are good candidates for localization.
As our industry transforms and matures, last century standards for cross-team communication become less and less efficient. And in today’s digital world, the tiniest technical glitch can have huge consequences—requiring swift and flawless communication. Whether it’s a datacenter outage, a cyber-attack, an application failure, or a manmade issue, they’re all critical events which support centers need to identify, categorize, and help coordinate cross-functional teams for timely restoration.
Today, there’s an area where the role of the service desk continues to become more and more strategic when it comes to communication: Critical event management. So when IT hits the fan, will you be prepared to manage critical events? Are you using the right tools? Are you meeting your SLAs and complying with regulations?
In this conversational webinar, HDI’s Roy Atkinson and Everbridge’s Vincent Geffray explore the challenges faced by modern team structures when it comes to interrupted or complex coordination during unexpected IT downtime events.
What you’ll learn:
* The challenges around communication, collaboration, and coordination
* Why not all incidents are equally important
* Why the “one size fits all” support model no longer works
* Solutions, ideas, and takeaways for critical event management
Who should attend:
* Support center managers and directors responsible for communications
* Telecom administrators looking for solutions for rapid communications
* Service management professionals responsible for business continuity and/or disaster recovery
* Incident managers
* Any organization contemplating the adoption of a #DevOps culture
* IT executives concerned about quality of IT services, response team performance, MTTR
* Performance managers and auditors
This webinar highlights the key take-aways for the retail and consumer packaged goods industries of a major multi-year global research study sponsored by SAS, which is conducted by MIT Sloan Management Review.
This most recent study uncovers key factors of business-driven innovation, including cultural and process factors, the pivotal role of data governance, and burgeoning opportunities with machine learning and artificial intelligence.
•David Kiron, Senior Editor at MIT Sloan Management Review summarizes the research findings.
•Dan Mitchell, Director of the Global Retail and CPG Practice at SAS, spotlights some of the biggest take-aways for the retail and consumer packaged goods industries from the MIT research.
As empowered customers seek more and more information online, the importance of detailed product documentation and user manuals has grown far beyond its traditional after-sale and support role. Nowadays it is a critical enabler for sales, customer satisfaction and brand advocacy. Yet little research has been done to analyze exactly how customers access these types of collateral, to what extent they are leveraging the information, and how it is influencing their perception of a product or brand. Therefore SDL conducted extensive research among professionals in the US, Europe, and Japan to uncover today’s needs for information seekers, and compare these results to previous research from 2012 to discover changed behavior. Join our webinar to learn more about:
• What do customers search for?
• How and where do they search?
• Are there any significant regional differences in behavior?
In addition we’ll cover how SDL technology can help you overcome the hurdles of managing technical product information, enabling you to better accommodate today’s needs of information seekers. By the end of our webinar, you’ll be armed with the knowledge and data points required to better your customers’ information needs.
Delivering an outstanding Customer Experience while maintaining or reducing costs is a dichotomy – On the one hand you’re under pressure to improve both self-service and contact center efficiency, and on the other hand you have a mandate to improve the customer experience across a number of metrics such as NPS and more. These goals are seemingly at odds and makes your role as a CX practitioner all the more difficult.
Join this webinar to explore the CX challenges organizations are facing today and how to most effectively accelerate your CX initiatives. The discussion will cover three primary topic areas that are hot in the industry: (1) How to improve self-service utilizing Visual IVR, Natural Language and chatbots, (2) Techniques for improving contact center efficiency while removing the digital to voice disconnect, and (3) How to optimize your back office processes with Robotic Process Automation.
This is an interactive session and participants are encouraged to submit questions.
75% of insurers agree that developing "insurtech capabilities" will help them meet their customer's evolving demands - but how do you prioritize each innovation investment and map it to your strategic initiatives? Watch this video to learn more about the emerging digital technologies and business models successful P&C carriers are leveraging today to shape the future of our industry tomorrow.
Release notes are a crucial part of customer communication for product companies. It seems too many organizations either do the bare minimum and hope no one notices, or simply accept an inefficient and expensive process. At Jorsek LLC, makers of easyDITA, they’ve been working on their release notes process for easyDITA and they have made some big improvements.
Join me, Scott Abel, The Content Wrangler, and my special guest, Mike Rice, Customer Success Manager for Jorsek LLC, for this free, one-hour webinar. Mike will take you through Jorsek’s process, tools, and results for the creation and production process for release notes.
La signature électronique, véritable brique de la transformation digitale des entreprises, aide les fonctions commerciales à conclure des affaires plus rapidement partout dans le monde.
En offrant une meilleure visibilité sur le statut des différents contrats et en vous permettant d'une part de collecter des informations, afin de supprimer la nécessité de ressaisir les données, et d'autre part d'envoyer des rappels, la signature électronique vous permet de vous concentrer sur la vente plutôt que sur le suivi des signatures de vos contrats.
La solution DocuSign s'intègre en toute simplicité à vos outils d'aide à la vente, comme Salesforce.com, Microsoft Dynamics CRM et NetSuite pour n'en citer que quelques-uns.
Découvrez comment faire signer des documents de manière électronique, à distance ou en face à face, en quelques clics sur un pc ou une tablette et simplifiez vos processus.
Fini l'impression, la signature manuelle, le scan ou l'envoi par la poste : vous économisez 33€ par document à signer.
As a marketer, you're charged with delivering the right message to the right audience at the right time - without wasting budget. It's a tall order, but data and analytics have helped top companies achieve the optimal balance. Tune in to this webinar to hear Corios President Robin Way and SAS Principal Solutions Architect Noah Powers share optimization lessons from retail, hospitality and financial services that you can apply to your own business to boost your marketing ROI.
La signature électronique n'est que le début de la digitalisation. En simplifiant, sécurisant et en rendant 100% numérique n'importe quel processus de validation ou d'approbation, vous irez de l'avant !
Faire signer des documents de manière électronique, à distance via une invitation par email, en quelques clics sur un site web ou en face à face sur une tablette, simplifie l’ensemble des processus de gestion.
Fini l'impression, la signature manuelle, le scan ou l'envoi par la poste : vous réduisez vos coûts de 40% et devenez le véritable héros digital de votre entreprise.
Nous vous présenterons les nombreux bénéfices de la signature électronique, pour vos processus internes comme externes :
- Raccourcir les cycles de vente,
- Conclure davantage d'affaires,
- Mieux gérer ses fournisseurs,
- Embaucher plus vite…
De nombreuses entreprises françaises ont déjà transformé leurs processus métier en dématérialisant leur parcours de signature de, par exemple, leurs contrats de ventes, leurs contrats fournisseurs, RH, leurs processus de validations internes. Sautez le pas !
Walmart relies on product content to help determine assortment, pricing, promotion, and drive every touchpoint across the customer shopping journey. Walmart Executive Ram Rampalli discusses the ways in which brands can provide this critical information. He outlines best practices to keep in mind to improve your Walmart go-to-market strategy and answers audience questions about Walmart Supplier Central.
“If you can give us your best content, then we don’t have to go and search for this content from other sources.” -
Learn an actionable set of next steps including how to:
Boost product discoverability and brand accuracy on Walmart
Expand your sales via item set up on Walmart.com
Improve your strategy with insights and analytics on content performance
Do you really know your customers? Today’s consumers expect nothing less than a highly personalized and contextualized experience but many organizations are not able to offer it. AI is the critical enabling technology, but how can you use it in practice, and where should you start?
Join this webinar to hear Craig Le Clair of Forrester research explaining how to use applied cognitive intelligence to transform and redefine customer experiences.
Join us for new expert insights on:
- Why intelligence is the cornerstone of the customer experience
- How contextualization can help improve customer experience
- How AI is being used to augment, not replace human intelligence
- Where applied cognitive intelligence is becoming the new normal
Who should attend: Digital Technology Leaders, Application Development Leaders, IT and Business Process Professionals.
How does Robotic Process Automation (RPA) fit into the Digital Transformation roadmap? Join this webinar to understand how RPA can jumpstart your automation projects and to learn how it works seamlessly with BPM. These two complementary tools can show quick ROI to help turn the skeptics in your organization into believers.
Register and join us for answers to questions such as:
• What is the business case for RPA?
• What types of processes/projects are the best fit for RPA?
• How can you manage and monitor your RPA program as it scales?
• How can you use RPA as a first step toward full adoption of BPM?
• How can you achieve effective ROI from RPA?
Who should attend: Digital Technology Leaders, Application Development Leaders, IT and Business Process Professionals.
Intelligence is the rocket fuel to all Process Automation projects, whether the task is low-level (RPA) or high-level complex processes. In this session, you will hear a holistic but pragmatic approach to implementing intelligence as part of a company’s digital transformation journey.
Join this webinar to hear Frank Beyer and Bizagi as they discuss:
- How to structure your approach to RPA and to higher-level process automation
- Identifying processes that require a higher level of cognitive skills
- How to digitize cognitive work such as analysis, synthesis and evaluation
Who should attend: Digital Technology Leaders, Application Development Leaders, IT and Business Process Professionals
When considering a transition to SD-WAN, there are several important capabilities needed to suit an enterprise-grade network infrastructure. This webinar will cover critical SD-WAN features and how they translate to common deployment scenarios in different industries.
These features include:
- Overlay capability over MPLS, Broadband and LTE
- Unified and centralized management of the infrastructure
- Network segmentation with per-segment topologies
- Predictable Application SLA with centralized policies and real-time traffic steering
- Mature routing capabilities with BGP, OSPF, VRRP, and IGMP
- Robust zero-trust WAN security
Skype for Business success depends on the end-user experience and adoption. But how can you ensure this will work? Is your network able to handle the load? Join us to learn how you can deliver faster ROI on a Skype for Business deployment.
SDL has been on the forefront of transforming cutting edge technology into powerful tools, as proven by being the first company to be able to productize the use of Machine Learning for Machine Translation (MT).
As Artificial Intelligence (AI) continues to disrupt our generation, SDL is ahead in this field of building AI applications through its innovations and patents in Natural Language Processing (NLP) for MT. Using Neural Networks have clearly revolutionized the way we approach Machine Translation, and this paradigm shift brought with it a lot of hype that even experts are caught up in.
In this video, we will take a hard honest look at where Neural Machine Translation (NMT) is today:
* NMT development approaches (open source vs. proprietary)
* Examine enterprise readiness in terms of quality, performance, costs,
and deployment customization
* An easy-to-understand overview of how Neural Nets work
SDL Tridion Sites 9 is the backbone behind managing and orchestrating the content for some of world’s most coveted brands. In this presentation, the Product Management Team will provide a first glimpse into Tridion Sites 9 and our digital experience suite.
Learn more about:
* Continuity of Experiences (open content API, atomic regions, etc.)
* Experience Optimization (prescriptive and adaptive personalization,
translation services, ML/AI)
* Building Experiences (data integration framework and the SDL
Join to hear the latest on Skype for Business and Microsoft Teams.The differences how they will work together, common implementation problems and managing adoption. Hear user stories from Microsoft Australia partner of the year award winner Insync Technology.
You only get one chance to make a first impression. For many brands, search is that first impression.
As organizations look for key opportunities to pilot AI projects, embed intelligence into their customer journeys and transition to two-way conversational experiences, there’s no better place to start than the search box.
Join Karl Hampson, Managing Director, AI and Palak Patel, Sr. Digital Strategist at Solstice, as they detail how enterprises are elevating their search experiences by replacing the search box with AI-powered conversational interfaces to better serve their customers needs.
Webinar attendees will gain key insights on:
- The current state of search experiences with the end of Google Search Appliance
- The rise of natural language interactions and conversational UX (chatbots, voice, etc.)
- A clear path towards a fully AI-driven search experience
- And much more!
As customer service professionals, we sit in the midst of the most important paradigm shift within the industry today – the Digital Transformation. This shift has brought more focus on and relevance of the business potential of contact centers than ever before. In this session, we’ll take a look at why Digital Transformation matters, what it means, and how organizations are successfully redefining their contact centers for extended reach and impact. No longer can we hide behind old technological limitations that may have prevented responsive, personal interactions. Today customers are demanding great experiences and are driving change. Either we give them the TLC they are looking for…. or our competitors do it for us.
Anders Øvreberg, Digital Communications Manager at DNV GL, has worked with SDL Tridion Sites since 2002 and as such can be considered a true Web Content Management (WCM/CMS) veteran.
During this session Anders will talk about their 15 year journey with the product covering topics such as:
• Their innovative taxonomy driven approach towards delivering targeted, relevant, fully dynamic web experiences.
• The consolidation of five Content Management Systems into one.
• Managing a complex online rebrand.
• Relaunching websites in more than 36 locales and 18 languages.
• Building microsites.
We’ll also provide you with a brief overview of SDL Tridion Sites, part of the SDL Tridion DX suite.
Keen to learn more? Don’t miss out on this opportunity and join us on November 30.
As companies shift towards the cloud for their application environments, IT organizations are tasked with finding the most effective methods and solutions to quickly and securely connect their corporate networks to external cloud environments while maintaining the integrity of their corporate security models. Digital transformation and software-defined options are driving IT teams to re-think the existing direction of their WAN to cost-effectively connect to multiple and geographically diverse VPCs. In this session, we outline a solution we’ve recently implemented which includes the adoption of an SDN methodology when securely connecting to geographically diverse VPCs with AWS Direct Connect and transit VPCs.
Regulatory conditions are preventing many banks from consolidating in the market, and there is evidence to support those financial institutions will need to re-engineer their own businesses and internal environments, transform current models to remain relevant, nurture and grow their customer bases.
As part of this process, preparing internal IT environments and developing differentiating capabilities will be key in highly competitive markets and innovation before the adoption of the new ‘Fintech ecosystems’ or “fintegration” (i.e. the marrying up of banks and Fintechs) will be pivotal in the banking industry’s fight to maintain their current business and grow. Join David Harvey, Senior Principal, Banking Practice, NTT Data Services, and guest speaker Richard Price, Sales Director – FSI UK & Ireland, TIBCO.
You will learn:
- Trends, Implications, Challenges and Proposed Solutions
- Internal preparation of your IT Environment for the new Digital banking Economy
- Approaches on how to better prepare for new technologies through Open APIs
- How to set up infrastructure and workflows to align Data Governance and Security in preparation for Open Banking.
The EU GDPR is the new European framework for data protection, designed to harmonize data privacy laws across Europe and give greater protection and rights to individuals.
This new regulation requires organizations to be held to greater accountability for how they handle personal data. And because it applies to any organization that collects, manages and processes personal information and monitors the behavior of European citizens regardless of their location, it applies to organizations around the globe.
To date, much focus has been placed on the impact this will have on the role of marketers. However, with the vast amount of data sent out to third parties for translation, the translation process may put many firms at risk of non-compliance - and potential fines of 4% of annual turnover.
In this webinar, Tim Walters of Digital Clarity Group and SDL’s Katie Rigby-Brown will share practical insights for organizations that suspect or know that they send personal information out as part of the translation process.
What you will learn:
•Key factors you need to know about the EU data protection
•Why language can pose a hidden organizational risk.
•Insights into how other organizations are securing their translation
•Questions you need to ask your Language Service Providers to
ensure their compliance standards are not exposing you to risk.
All registrants will receive a free copy of SDL's “Translation Supply Chain Readiness Assessment” to help identify potential areas of risk in their organizations.
Learn about SDL’s new approach to unified content delivery in the 4.0 industry era. You’ll discover how our newly announced SDL Tridion DX product suite provides unique capabilities for manufacturing companies to manage and deliver content to any device, in the right context, in the user’s native language and at the right point in time.
Cyberattacks cost companies over $1 million per day and the video game industry is being targeted more than ever. The global audience is huge and growing across demographics. The number of platforms, from personal computers, consoles and hand-helds to smartphones and tablets, makes a smorgasbord of vulnerable users.
And then the bad guys get to work. Accounts are hacked to rip off virtual items your users have invested time and money on, and real-world identification and financial information is harvested for sale. All told, DoS attacks piss off users and drop game income, and more.
Game publishers and developers are the ones who end up shouldering the blame, taking massive financial and reputational hits. But there are increasingly sophisticated ways to lock out the hackers, keep your users safe, and your intellectual property secure.
Join this VB Live event to learn from digital security experts about the four key perimeters of defense, how to proactively secure your environment, and protect against the increasing number of hacks, DDoS attacks, and more.
Register here for free.
You’ll learn about:
* How to prevent data breaches, SQL injections, cross-site scripting, remote file inclusion, and other cyberattacks.
* Integrating cloud and on-premises solutions
* How to handle larger, Internet-scale attacks
* Preventing the reputation hit that hacked accounts or downed sites bring
* Sudhir Vallamkondu, CTO, JumpRamp Games
* Arash S.Haghighi, Manager of Infrastructure, Smilegate West
* Stewart Rogers, Analyst-at-Large, VentureBeat
* Rachael Brownell, Moderator, VentureBeat
In this webinar, Justin Robbins will share recent research on the state of technology in contact centers, review key principles for migrating from the analog to digital contact center environment, and provide tips and advice on preparing your agents to thrive in this new environment. You’ll also hear from contact centers that have successfully made the transition—they’ll share how they did it, and they’ll share the lessons they learned along the way.
Who should attend:
* Contact/call center directors, managers, and supervisors
What you will learn:
* How to communicate the digital contact center’s value to your agents – including their role in customer service excellence
* How to prepare agents to interact across multiple customer contact channels
* How to make your transition a success, based on real examples and best practices from leading contact centers
By submitting this form, you agree to have your contact information, including email, passed on to the limited sponsors of this event/asset for the purpose of following up on your interests.
Bpm'online invites you to a free webinar “The future of customer engagement: accelerate transformation” with Paul Greenberg, one of the most influential CRM industry experts, as a guest speaker.
According to a recent study, 84% of businesses claim that Customer Engagement will overtake productivity as the primary driver of growth.
Bpm’online has invited Paul Greenberg, one of the most influential CRM industry experts, to share his vision on the future of customer engagement and how intelligent technology will help organizations more effectively fulfill expectations of digital-savvy customers.
REGISTER FOR THE WEBINAR AND LEARN:
●Best practices in building a customer-focused digital organization.
●How to align all business processes around your customer to drive customer loyalty.
●How understanding customers' needs, expectations, and behaviors helps close the gaps in performance, personalization, and trust.
●Future outlook on customer engagement success.
●Technologies to enable faster transformation across various business units.
Featured Guest Speaker: PAUL GREENBERG, Managing Principal of The 56 Group, LLC
Co-presenter: MATT THARP, Chief Evangelist at bpm’online
Don't miss out on hearing Paul Greenberg sharing his expertise on how to take Customer Engagement to the next level!
Your Customers are your top marketing asset. In today's webinar, we'll be focusing on building your reputation and increasing your social reach—and revenue—via your customers.
Companies have always had to keep up with consumer trends, but today’s digitally connected customers pose a new predicament: they not only want the best products and services, they have access to more information than ever to help them determine the best.
Marketing taglines mean nothing to them. When selecting a business, customers trust the word of their peers above all else: 92% of people are more likely to trust a recommendation from another person over branded content. The Voice of the Customer is what sells.
We look forward to having you join us as we provide tips and tricks on how to:
-Engage your customers
-Best utilize that engagement to acquire more customers
Digital disruption is creating opportunities and very real challenges for businesses large and small. Industry leaders understand that connecting with customers through the best digital experiences is key to competing in today’s marketplace. And laying the foundations for how those connections will evolve is even more critical to creating opportunities tomorrow. Hear from Akamai about the disruptive trends and digital innovations that will make you a customer engagement Jedi master.
Join us for a deep dive into 3 top trends in the contact center. Each trend will be explored on its own and then brought together at the end in a picture of what is actually happening in contact centers today.
Chatbots seem synonymous with artificial intelligence and are certainly sparking the imagination. We will explore the reach of AI in the contact center, both obvious and subtle.
OmniChannel success is in the eye of the beholder. From a customer experience perspective, it requires more than channel choices. Learn about the implications for your center.
Cloud is the favorite child today, but does it make sense for your organization? Learn some of the questions you need to ask to determine your best deployment strategy (cloud, premise, hybrid).
'4 Dimensions of DevOps' is a webinar series demonstrating various aspects of DevOps implementation in a Digital era.
This Part 1 of the webinar series discusses a templated approach towards enabling end-to-end DevOps in a customer-driven marketplace. Any organization trying to introduce a change in their old-school processes and tools will adopt DevOps pipeline automation to enable faster and smoother software delivery.
In this webinar, we will help you explore tools and techniques to build a release plan that suits your needs. Key takeaways:
• Typical challenges in DevOps implementation processes and how to overcome them.
• Industry leading tools and techniques to achieve smooth releases.
• Rough estimate and ROI analysis for implementing an improved release planning.
• Release planning templates that can be readily applied for typical use cases.
In 2013, GOV UK, the government services website for the United Kingdom, won the prestigious D&AD Black Pencil for its contribution to moving content forward as a design discipline. Since then GOV UK has been name-checked and modeled around the world as *the* way to do public sector content. And yet, aside from those who are really “in the know,” the practice of content design is still little known outside of government content circles. And inside of government, many people talk about it, but not many know how to do it well.
Join me, Scott Abel, The Content Wrangler, and my special guest, Padma Gillen, of Scroll UK, for this free, one-hour webinar. Formerly Head of Content Design for the UK's Government Digital Service, Padma has been at the heart of this emerging discipline since its earliest days. He now teaches others how to do it, and helps organizations rebuild their entire content function around the principles of user needs, designing with data and agile content production.
In this webinar, Padma will introduce you to these principles and explain how to incorporate them into your approach. Attendees will learn how to place the needs of users at the heart of your content strategy, apply agile methods to content production, and learn to understand the governance models needed to improve your content significantly.
When Microsoft launched Teams in 2016 many wondered what this would mean for Skype for Business. Join us to hear from Microsoft's David Branscome on the road ahead for Intelligent Communications and collaboration.
Ten years ago, The Content Wrangler published details about a survey that found most documentation managers don’t use metrics as a performance measure. Has that changed? Have documentation managers stuck to their old, metric-less ways, or have they all become “quants” in 10 years’ time?
Join me, Scott Abel, The Content Wrangler, and my special guest, Barry Saiff, CEO of Saiff Solutions. Barry is the author of The Seven Habits of Highly Effective Technical Communications Leaders, and a 30-year veteran documentation leader. He will lead a discussion about the ins and outs of calculating costs and return on investment for documentation projects.
Attendees will learn from the results of a real-world case study of a technical documentation project that required technical writing, technical illustrations, and a couple of key metrics: cost per page and pages per date. You’ll learn how difficult it was for the team to track, calculate, and report these seemingly simple numbers and how they overcame these challenges. You’ll discover the connection between measurement and process design and learn valuable lessons that should help you avoid getting lost in the weeds of data- and cost-tracking.
Since the 1990s, Ars Logica founder and industry analyst Tony White has kept close tabs on the WCM market. On this webinar, Tony will share some of his knowledge and provide you with a comprehensive overview of WCM trends and key drivers in the market as presented in his Compass Guide to WCM, Q4 2017. He will also cover the SDL solution in more detail.